Cancel an Agreement or Request a Refund

Submit a Case to Cancel Agreement and Request Refund

While you are not able to void a signed agreement, you can request to have the agreement canceled and request a refund if necessary. To do this, follow the below steps.

1. Search for the consumer within uPortal360

2. Click View next to their name.
   
3. Once logged in as the consumer, on the far left if the screen, click Merchant Actions and Submit A Case
4. You will need to choose a Reason (i.e. Cancel Contract).
5. Enter Subject line and a description of why the contract needs to be canceled.
   1. If a refund is being requested, please put this is in the description.

✏ Submitting a case is a permission based option within uPortal360. This permission must be granted by the User Management.

Partial Refund

A partial refund can be requested in situations where only some of the goods or services are returned. For example if the contract amount is showing as 10,000.00 but the consumer returns $5,000.00 worth of products or services. In this situation we would use a partial refund.

Follow the steps 1 - 3 above, then use: Case reason: Contract Adjustment, and Case subject: Partial refund

Example of a case discreption: Partial refund the consumer only received services for $5,000.00. Please adjust consumer contract amount remaining from $10,000.00 to $5,000.00.